managedip Hosted TDS Table of Contents Administrator User Guide

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1 Table of Contents Administrator Hierarchy... 2 Enterprise Set Up... 3 Group Set Up... 4 Department Set Up... 7 User Set Up... 8 Group Services... 9 Configuration of Group Services... 9 Auto Attendant... 9 Call Park Call Pick-Up Custom Call Routing (Hunting) Music on Hold Account/Authorization Codes Calling Plans Meet-Me Conferencing Utilities Shared Call Appearances Ongoing Management of Users Record Greeting/Announcement (.wav files) Passcode Rules User Tags Additional Support... 42

2 Administrator Hierarchy TDS Types of Administrators Enterprise Administrator: One contact in the company who has access to the entire organization. This person can set up all Groups, Departments, and Users within the Enterprise. Group Administrator: A person who has administrative rights to a specific Group and can configure and manage any Department or User assigned to their Group. Department Administrators: A person who has administrative rights to a specific Department and can configure and manage Users assigned to the Department. The diagram below summarizes the hierarchy. The Role of an Administrator The Administrator is responsible for provisioning services to the Group, Department, or individuals (Users). This includes resetting passwords, updating Users profiles and changing the parameters of specific services for the Group or individual Users, such as Voice Messaging, Auto Attendant, and Custom Call Routing. Logging into Your managedip Web Portal 1. Log in at 2. Enter your User ID and Password (provided by TDS). User ID: Password: 3. This will take you to the Announcement page. Note: View the Administrator Web Portal Tutorial - Navigation to learn about navigation tips and how to maneuver within the portal. You can access this video on the managedip support site at support.tdsmanagedip.com. 2

3 Enterprise Set Up Enterprise Profile The Enterprise Profile allows you to set up your company information, change your Enterprise Administrator login password that was assigned to you, view Call Processing Policies, and pull reports to quickly see what users are in each group or department. To set up Enterprise Profile Information 1. Hover over Profile and click Contact Information. 2. Enter the company information. 3. Enter the Enterprise Administrator contact information. 4. Click Save. To change your password: 1. Hover over Profile and click Change Password. 2. Enter the Current Password assigned by TDS. 3. Enter your New Password. 4. Re-type your New Password. 5. Click Save. Note: For security purposes you will be required to change your default password during your first login. Please see Passcode Rules section. Resources and Utilities Resource and Utilities are both view-only menus. Resources will show the Group and User Services Authorizations and Service Pack Consumption. Service Descriptions are in alphabetical order and can be very helpful in learning your new system features and functionality. The Utilities Menu provides a view of all users in your Enterprise, along with quick links to view detail and create a PDF of Directory information. Answer Confirmation allows you to create a custom message that will be heard for features using Answer Confirmation. Accessing Groups To access the Group you would like to manage or configure, select the Group name from the dropdown menu. 3

4 Group Set Up Group Profile Update the Group Profile Section with your company information. Typically, each physical business location is a unique Group. To set up Group Profile Information 1. Select the Group. 2. Enter the Group company information. 3. Enter the Group Administrator contact information. 4. Click Save. Note: If you have multiple Groups, be sure to assign a unique name to easily identify between them. The Group Administrator is the main contact for the specific group however the contact information is for reference only. To allow administration rights, the main contact would need to be set up as an Administrator outlined on the next page. Group Dialing Plan (Location Codes) If you have multiple locations where the last 3 or 4 digits from one employee could potentially be the same as another employee (e.g., location A and B both have an extension of 2200), assign a location code for each Group. By assigning a Location Dialing Code such as 55 for Group A employees will dial 55 plus the extension (e.g., ) to reach the correct party. If you have all unique 3- or 4-digit extensions for all employees, this feature will not be needed. To set up a Location Dialing Code: 1. Select the Group requiring a location code. 2. Scroll down to Group Dialing Plan. 3. Enter a 1 or 2 digit Location Dialing Code. 4. Click Save. Note: For calls made within a Group (same site location), Users will not dial a location code. Therefore, the managedip Assistant Toolbar Group Directory will only display the Location Dialing Code for other locations in the Enterprise. Users may need to restart the managedip Assistant Toolbar application before they can view the Location Dialing Codes in the Group Directory. 4

5 Administrators Depending on your organization, you may have multiple Groups within your Enterprise. You can add Group and/or Department Administrators. To add an Administrator: 1. Select the Group from the dropdown menu. 2. Hover over Profile. 3. Click on Administrators. 4. Click Add and enter in the information. 5. Select Administrator Type (Group or Department) toggle. 6. Click Save. Note: If you are going to assign Department Administrators, you will need to set up your Departments first. All available Departments will appear in the dropdown menu after the Department selection. To learn more, go to the Departments section of the User guide. To edit or delete an Administrator: 1. Select the Group from the dropdown menu. 2. Hover over Profile. 3. Click on Administrators. 4. Select the Administrator from the dropdown menu. 5. Edit the information or click the Delete button. 6. Click Save. Time Schedules and Holiday Hours Group Time Schedules and Holiday Schedules allow you to set up standard schedules to use when configuring features and services, such as Auto Attendants, Custom Call Routing, and other User features. We recommend setting up a Business Hours Schedule. By doing this, services like an Auto Attendant will play an automatic after-hours greeting and dialing menu when the business is not open. Time schedules are available for use (but may not be modified) by all Users associated with the Group. 5

6 To program the company s Time Schedules: 1. Select your Group from the dropdown menu. 2. Hover over Profile and click Time Schedules. 3. Click the Add New Schedule button to define a new schedule. 4. Type in a name for the new schedule (e.g., Business Hours ) and click OK. 5. Using the mouse, click and drag over the timetable to define your desired time schedule. Click Save when complete to save your changes. 6. To add an additional Time Schedule, Click Add Time Schedule and follow the guidelines above. You ll notice that each time schedule defined may be accessed via a tab above the timetable with the time schedule s name(s). To define Holiday Hours: 1. Select your Group from the dropdown menu. 2. Hover over Profile and click Holiday Schedule. 3. Click Add Holiday Schedule. 5. Populate the name for the schedule (e.g., Memorial Day). 6. Modify schedule to reflect your holiday hours. 7. Click Save. Note: Holidays must be added/modified every year as they are date specific and change annually. For example, Thanksgiving moves every year to fall on a Thursday so the date changes. 6

7 Department Set Up Department Profile Departments are subsets of Users within a Group for the purpose of assigning Administrators and/or services to a subset of Users. To set-up Department Information 1. Select the Group. 2. Hover over Profile and click Departments. 3. Click Add. 4. Enter a name for the Department. 5. Select a Parent Department, if applicable (not common). 6. Click Save. To edit or delete a Department: 1. Select the Group. 2. Hover over Profile and click Departments. 3. Select the Department from the dropdown menu. 4. Edit the information or click the Delete button. 5. Click Save. Note: If there are Users, Administrators, or services assigned to a Department, you must un-assign them before you can delete the Department. 7

8 User Set Up User Profile The next step to setting up your service is to associate an employee s name to a telephone number. TDS will have all the telephone numbers in the system listed by Group. You will want to edit these by adding the employee s last name and first name with the number. This will be helpful for editing the User s services, if necessary, in the future. To set-up User Profile Information 1. Select a Group. 2. Select a telephone number. 3. Enter the user s contact information. 4. Enter the user s Calling Line ID information. 5. Assign a Department, if applicable. 6. Click Save. Note: The Calling Line ID (CLID) is what will display on the phone for internal calls only. The remaining information will be completed by the User. Continue with all telephone numbers until complete and move to the next group, if applicable. User Tags The User Tags feature allows the managedip Administrator to make changes and modifications to phone features and functions on a per user, per phone basis. This enables the Administrator to provide specific customizations for individual users to help improve the usability of the phones. 8

9 To change a Tag value: 1. Select the Group. 2. Select a telephone number from the User dropdown filter. 3. In the Device section of the Profile page, click Modify Tags. A pop-up window containing the list of available tags with the current tag value will appear. 4. Locate the tag to be changed and update the new value of the tag. Tag descriptions are available in the last section of this guide. 5. Click Save. 6. Click Rebuild Device Config File. 7. Verify that the message Device config file successfully rebuilt is displayed. Note: For the changes to take effect, the phone must be reset. Rebooting the phone will disconnect any call that may be in progress. Also, different phone models may have different tags available to them. The table on page 32 has a complete list of all tags and the availability of tags by phone. Group Services Group Resources Resources provide the Administrator with account information on Service Authorizations and Numbers. Service Authorizations are a summary of the types of Service Packs assigned to the Group, a description of Group and User Services with limits and allocations, and the telephone numbers assigned and ordered for the Group. This information is based on the features and services your company has purchased from TDS. Configuration of Group Services Auto Attendant Auto Attendant is an automated receptionist that answers incoming calls for the Group, based on Time Schedules set by the Administrator. It provides your callers with: Business and After-Hours Greetings Dial-By-Name Directory Destination-based Call Routing 9

10 Profile To modify an Auto Attendant: 1. Select the Group. 2. Hover over Group Services and click Auto Attendant. 3. Select the Auto Attendant you wish to modify from the dropdown filter. 4. In the Profile, enter the Name of your Auto Attendant. We recommend keeping your naming scheme short (e.g., Main_AA ) 5. If the service is limited to a Department, assign the Department. 6. From the Business Hours dropdown, select Business Hours Schedule. (If Every Day All Day is chosen, the Auto Attendant will not present callers with After Hours Greeting or options. You must have a Business Hours Time Schedule created; see Time Schedules in this guide). 7. Select your Holiday Schedule, if configured. 8. Select the Scope of Extension Dialing. This determines whether the Auto Attendant can redirect callers by extension to any User in its Enterprise, Group, or Department. 9. Select the Scope of Name Dialing. This determines whether the Auto Attendant can redirect callers by name to any User in its Enterprise, Group, or Department. Note: The extension and name dialing scope defaults to Enterprise. If you want to limit a caller s options to a specific Group or Department, select the correct toggle. 10. Select Name Dialing Entries. This determines the format that callers will use for the dial-by-name directory. 11. Click Save. Business Hours Tab The business hours option allows you to customize your Auto Attendant during Business hours. If you leave everything set to default, callers will hear a system greeting telling them their call is being answered by an automated attendant and they will then be presented with the standard Interactive Voice Response (IVR) options. 10

11 To configure Business Hours IVR: 1. Select either the Default or Personal Greeting button. (If Personal is selected it requires the recording of the message to be heard by callers.) Recommended: You can record a custom greeting in your Voice Portal (instructions provided below). Optional: If you record a greeting (.wav file) using Windows Recorder or another sound recorder, click the Browse button and select the file. 2. Check the Enable First-Level Extension Dialing box if you would like to allow the caller to enter the extension of the party they wish to reach without selecting a menu option first. Note: If you enabled first-level extension dialing, you are not able to use the numeric key that is the same as the first digit of your extension dialing range. For example, your extensions range from , so you will not be able to use 4 in the menu options to the caller. 3. Specify the menu options for callers, as stated in the greeting you record or selected. Once complete, click Save. Your menu options are: Key: List of the keys available on a telephone keypad to which you can assign actions shown in the following table. Description: An optional description for the menu option. Action: A drop box that allows you to select the action to be performed. The following table describes the available actions. This is a required field. Phone Number: When you have selected an action that transfers a call, a number must be specified. For internal calls, enter a 4-digit extension. For outside calls, enter the 10-digit telephone number. This Chart shows all the possible actions, what the caller will hear, and what happens when a particular action is chosen: Action Prompt played to caller What happens Transfer to operator Transfer with prompt Transfer without prompt Please wait while your call is transferred to the operator. Please wait while your call is transferred. None Call is transferred to the specified number. If the number is not valid, the call ends with the message Your call cannot be transferred, please try again later, thank you. Call is transferred to the specified number. If the number is not valid, the call ends with the message Your call cannot be transferred, please try again later, thank you. Call is transferred to the specified number. If the number is not valid, the call ends with the message Your call cannot be transferred, please try again later, thank you. Name dialing None Access to name dialing Extension dialing None Access to extension dialing End call Thank you for calling. Call is released Repeat menu None Menu greeting is replayed --- (Indicates no action has been selected.) Not applicable Menu greeting is replayed 11

12 After Hours - Tab After Hours does not require a Time Schedule. The system will automatically route to the After Hours Greetings any time outside of your Business Hours Time Schedule. In addition, if you established a Holiday Schedule the After Hours greetings will play during these times. You configure the After Hours IVR selections in the same manner as your Business Hours. To configure After Hours IVR: 1. Select After Hours tab. 2. Select either the Default Greeting or Personal Greeting (requires the recording of a message to be heard by callers). 3. Check Enable first-level extension dialing, if required. 4. Populate the Description, Action, and Phone Number fields for each key option, as appropriate. 5. Click Save. Sample IVR Menu To help you think about setting up your Business Hour and After Hour menu options, an example is provided below: Press 0 or wait on the line to reach the Operator Press 1 to dial by extension (no information is needed for callers to have this option) Press 2 to dial by name (no information is needed for callers to have this option) Press 3 to reach the marketing Department (enter Marketing in the Description column and the phone number of the marketing representative or Custom Call Routing number in the Number column) Press 4 to reach the customer service Department (enter Customer Service in the Description column and the phone number of the customer service representative in the Number column) 12

13 Recording Personal Greetings for Your Auto Attendant To Record Greetings via the Phone: 1. Dial the Group Voice Portal Number. 2. Enter the 4-digit Voice Portal Extension Number. Note: This is not the same phone number as the Auto Attendant. 3. Enter your Administrator voice portal default password (Default password will be provided by TDS, to reset or change this password, hover over Group Services and click Voice Portal scroll down to the Change Administrator Password section) Voice Portal Number: Password: Note: If using a managedip telephone, press the * key to return to the Main Menu before being prompted to enter your mailbox number. If not, enter the 10-digit telephone number when prompted for the mailbox number. When initially accessing Voice Messaging, you will be prompted to change your password. The maximum length allowed for.wav and.mov files is 5 minutes. Call Park Recall Call Park Recall settings may be modified to determine how parked calls will recall to users after the Call Park Timer expires. To modify Call Park Recall settings: 1. Select the Group. 2. Hover over Group Services and click Call Park. 3. Select an Alternate Recall User from the drop-down list. 4. Select a Recall To option. 5. Click Save. To modify the audible ring pattern for All Parked Calls: 1. Select the Group. 2. Hover over Group Services and click Call Park. 3. Select Ring Pattern for Recalled Calls. 13

14 4. Select the Recall Timer. 5. Select the Alternate Recall User Wait Time. 6. Click Save. Note: Depending on your phone model, all ring patterns may not apply. Recall Timer and Alternate Recall User Wait Time is between seconds. Typically, alternate recall time is longer than recall time, allowing the parking user to answer the recall prior to an alternate user. Call Park Groups The Call Park Groups feature allows a user to hold or suspend a call for an extended period of time, similar to Call Park. However, with Call Park Groups, a group of users is established and assigned to a Call Park Group by the Administrator. When any user in that group parks a call using the Call Park Groups feature access code (#58), the system will automatically find an available user to park the call against, searching the Call Park Groups list in the sequence the users are entered. In a busy parking environment, this avoids the need to search for an available user to park a call against (since only a single call may be parked against any user at a given time). If the Administrator enables the option Enable Parked Destination Announcement, then a member of the Call Park group parking the call (using #58) will hear a system announcement stating The call is parked against <extension>. In addition, the phone s display will update with target s Caller ID (name and number) for the period determined by the Call Park Groups Display Timer (2-15 seconds). To create a new Call Park Group: 1. Select the Group. 2. Hover over Group Services and click Call Park. 3. Select Add. 4. Enter the Call Park Group Name. 5. If desired, select an Alternate Recall User from the drop-down menu. 6. Select a Recall To option for the Call Park Group. 7. Click Save. 14

15 To configure Call Park Groups Settings: 1. Select the Group. 2. Hover over Group Services and click Call Park. 3. Select the Display Timer from the drop-down menu. 4. Check Enable Parked Destination Announcement. 5. Click Save. Note: The Call Park Settings above will apply to all Call Park Groups you establish. To add or remove Users in the Call Park Group: 1. Select the Group. 2. Hover over Group Services and click Call Park. 3. Select the Call Park Group you wish to edit. 4. Search by Department, Last Name, or First Name to quickly locate users. 5. Use the Add or Remove buttons to move Users to/from the Assigned Users box. 6. Click Save. 7. After selecting the users, use the Move Up and Move Down keys to order them in your group. This defines the specific order calls will be parked by the system. Note: A User desiring to park a call using Group Call Park must be a member of the Call Park group itself. To delete a Call Park Group: 1. Select the Group. 2. Hover over Group Services and click Call Park. 3. Select the Call Park Group in the Group Name dropdown. 4. Click Delete. 15

16 Note: Enabling the Parked Destination Announcement does not have any impact on the Call Park service. Call Park timer functions and destination announcement will be the same for all Call Park Groups. The recall timer can be set for seconds and the default is set for 45. The display timer can be set for 2 15 seconds, with the default set for 5. Call Pickup The Call Pickup feature allows Users to answer a call that is ringing at another extension within their Call Pickup Group. If more than one phone within the Group is ringing, the phone that has been ringing the longest is the one that gets picked up. Once a call is picked up from another extension, the extension that was ringing is free to receive other calls. To use Call Pickup dial the feature access code assigned for this service. Feature Access Codes can be found by selecting a Group, hover over Utilities and select Feature Access Codes. To add a Call Pickup Group: 1. Select the Group. 2. Hover over Group Services, click Call Pickup. 3. Click Add. 4. Enter the name of your Call Park Group. 5. Click Save. To delete a Call Pickup Group: 1. Select the Group. 2. Hover over Group Services, click Call Pickup. 3. Select the Call Pickup Group in the dropdown menu. 4. Click Delete. To add or remove Users in the Call Pickup Group: 1. Select the Group. 2. Hover over Group Services, click Call Pickup. 3. Select the Call Pickup Group in the dropdown menu. 4. Search by Department, Last Name, or First Name to quickly locate users. 5. Use the Add or Remove buttons to move users to/from the Assigned Users box. 6. Click Save. Emergency Zones Emergency Zones allows you to designate one person to receive an notification when any User in a Group dials 911. It will provide the caller s telephone number and name along with the time the call is placed. To activate this feature: 1. Select the Group. 2. Hover over Group Services, click Emergency Zones. 16

17 3. Check the box to activate service. 4. Enter the address. 5. Click Save. Note: The notification could be delayed and is not for response to an emergency but for tracking outgoing emergency calls made within the Group. Custom Call Routing (Hunting) Custom Call Routing provides a way to route calls to a Group of selected Users via an Auto Attendant or Direct Inward Dial number. To access Custom Call Routing Groups: 1. Select Group. 2. Hover over Group Services, click on Custom Call Routing (Hunting). 3. All Custom Call Routing Groups assigned to your business will be displayed in the dropdown menu. To modify Call Routing Profile Settings: 1. Select the Call Routing Group you wish to modify. 17

18 2. Enter the Call Routing Group Name. 3. Enter the Calling Line ID Last Name and Calling Line ID First Name. Note: The Calling Line ID First and Last Name will be displayed to Users receiving calls from the Custom Call Routing Group. We recommend keeping this short (e.g., CCR_Support ). This will be displayed along with the originating party s caller ID (room permitting). 4. Select the Department to assign the Call Routing (if applicable). 5. The Time Zone is a default. 6. We recommend not checking the Allow Call Waiting on Agents box as it could impact customer hold times. If you desire Call Routing Group members to receive multiple calls at once, check this box. 7. Select the Group Policy determining how calls are routed to agents. Configurable Custom Call Routing (Hunting) Group Name Presentation When a call is placed to a Custom Call Routing (hunt) group, the Custom Call Routing (hunt) group s name may be added to or excluded from the calling line identifier (CLID). By default, the first button is selected which INCLUDES the Hunt Group name in the CLID. To EXCLUDE Hunt Group name in the CLID, check the second button ONLY, but NOT the last box. Checking he last box with the second button, effectively reverts the setting back to default. Group Policy Definitions: Circular: Routes calls through agents in the order they appear in the list, starting with the agent that follows the last agent to receive a call Regular: Route calls through agents in the order they appear in the list, starting from the top of the list each time Simultaneous: Route calls to all agents at the same time Uniform: Route incoming calls to all agents in order, starting with the agent who has been idle the longest and ending with the agent who most recently answered a call Weighted Call Distribution: Route so that incoming calls are routed to idle agents based on percentages you assign 18

19 To assign call distribution percentage by agent: 1. Click Edit. 2. Assign the percentages for each agent. 3. Click Save. Note: Percentages must equal 100%. To configure Call Routing - No Answer Settings: 1. Check the box marked The Skip to next agent option. 2. Determine number of rings at each station. 3. Optional - The Forward Call After Waiting option prevents callers from spending a long duration listening to ring-back tone, especially in large Call Routing Groups. Callers can be forwarded to the company receptionist or a voice mailbox. If enabled, you will need to specify the time in seconds and the call forward destination. (Generally, standard ring cycle is 6 seconds.) Call Forward Unreachable enables you to automatically re-route calls directed to a Custom Call Routing Group when Group Members devices (phones) are unreachable or unregistered (e.g., due to a power failure or other system outage). 19

20 To configure Call Forward Not Reachable Settings: 1. Check the box marked Enable Call Forwarding Not Reachable. 2. Enter the extension number or 10-digit phone number that calls should forward to. 3. Check Make Hunt Group busy option if you desire to alternatively route calls to your Call Forward Busy destination when CCR members are unreachable. To add or remove users in the Call Routing Group: 1. Search by Group, Department, Last Name, or First Name to quickly locate users. 2. Use the Add or Remove buttons to move users to/from the Assigned Users box. 3. Click Save. To take your call routing Groups to the next level and enhance the ability to serve your incoming calls, you can assign additional routing and alert features to the Custom Call Routing Group. Some of these features include Call Forward Busy, Call Forward Selective, and Priority Alert. To configure additional routing features: 1. Select Group. 2. Hover over Group Services, click Custom Call Routing (Hunting). 3. Select the Custom Call Routing Group you want to configure. 4. Hover over Calling Features, click All Services. 20

21 Call Forward Busy Route calls when all agents are busy. For example, if everyone is on the phone, you can route callers to another individual or even another Call Routing Group. To set up Call Forward Busy: 1. Toggle Call Forward Busy On or Off. 2. Assign a Call forward number. Note: You can Call Forward to any phone number including an Auto Attendant, another Call Routing Group, an internal extension, voice mailbox, or a phone number outside your location. Call Forward Selective Assign a time schedule to the Call Routing Group. For example, route calls directly to an Auto Attendant for afterhour calls or set up time schedules for On Call technical support that automatically forwards calls to someone s cell phone at specific times. To set up Call Forward Selective: 1. Click Edit. 2. For a default call forward number, enter the number. 3. Click Add Rule. 4. Enter in the Description of the rule. 5. Select the Time Schedule you want the rule active. Note: You must set up Time Schedules prior to configuring this service. See the Time Schedules section of this guide. 6. Select the toggle for what number you want to forward calls to: a. Default forward number (assigned in step 2) b. Alternative number (such as an after hours call center) c. Select Do Not Forward to change your selective criteria to a black list. 21

22 Note: When this option is selected, all calls will forward to the designated forward-to number except those which meet the criteria you define. 7. Establish what incoming number you want to follow this rule: a. All Incoming number b. Specific phone numbers, then enter in the specific telephone numbers desired 8. Click Save. Priority Alert Create a distinctive ring for calls coming from the Custom Call Routing Group so employees can differentiate between DID calls and the Custom Call Routing Group calls. To set up Priority Alert: 1. Click Edit. 2. Click Add Rule. 3. Enter in the Description of the rule. 4. Select the Time Schedule to Every Day All Day. 5. Select the toggle for Any Number. 6. Click Save. Note: This feature is highly recommended. This is a useful feature to inform agents when they are getting a Call Routing Group call. 22

23 Music On Hold Music on Hold provides callers with audio while they are placed on hold or parked. By default, a pre-configured music selection is played that can be disabled at the Group or Department level.. To disable Music on Hold: 1. Hover over Group Services, click Music on Hold. 2. Select the Group or Department. Note: A Department must be established in order to customize or disable Music on Hold. 3. Uncheck Enable music during Call Hold. 4. Uncheck Enable music during Call Park. 5. Click Save. Customize the Music on Hold played by a specific Group or Department or by the type of caller, whether they are an internal staff member or an external caller. To customize the Music on Hold message: 1. Click the Custom toggle. Note: Configure the service in the general settings for external callers and internal settings for internal callers. 2. Browse.wav file. 3. Click Upload. 4. Click Save. Note: Music on Hold can be further customized at the user level by hovering over Calling Features, select Call Control, Click edit, and follow the same steps above. 23

24 Account/Authorization Codes You may select the use of either Account Codes or Authorization Codes for outgoing calls with your managedip Group. Account Codes: Non-validated codes that are entered by a User prior to placing a call. The system ensures that codes provided by Users contain the required number of digits, but does not validate codes entered. You may mandate that a User always enters an Account Code prior to placing a call ( Mandatory Usage ) or you may make this optional, requiring the User to dial a Feature Access Code (FAC) prior to placing the call. Authorization Codes: Validated codes which are required prior to placing a call. Calls are not connected unless a valid code is entered. These mandatory codes are defined as a specific length (2-14 digits) and have a specific value, defined by the Administrator. With the use of both, your business will receive a detailed monthly report, sorting your calls by Account or Authorization codes. In addition, if you subscribe to Enhanced Call Detail Reporting, your reports will provide the Account Code entered by the users. Although this feature may be used for both local and toll calls, your monthly report (mailed to your business) will only include the detail for toll calls. To configure Account Codes: 1. Select the Group. 2. Click Account/Auth Codes in the left navigation bar. 3. Click Account Code button. 4. Specify the number of digits (length of codes) the User must dial to make/log call. 5. Check the box Allow Local and Toll-Free Calls Without Account/Authorization Code if you choose to allow Users to make these types of calls without a code. 6. Search by Department, Last Name, or First Name to quickly locate users. 7. Use the Add or Remove buttons to move users to the appropriate box for mandatory or optional usage. The Mandatory Usage box will require all users assigned to enter an Account Code before their call can be placed. The Optional Usage box will require users to enter a feature access code prior to making a call to prompt them to enter an Account Code. 24

25 To configure Authorization Codes: 1. Select the Group. 2. Click Account/Auth Codes in the left navigation bar. 3. Select the Authorization Code button. 4. Specify the number of digits (length of codes) the User must dial to make/log call. All codes must be the same length. 5. Check the box Allow Local and Toll-Free Calls without Account/Authorization Code if you choose to allow Users to make these types of calls without a code. 6. Search by Department, Last Name, or First Name to quickly locate users. 7. Use the Add or Remove buttons to move users to the Restricted Users area. Click Save to save your changes. 8. In the Codes Management section, enter the code and description for each verified account code users will require. Click Add to add the code to your list. 9. Repeat this process to add additional codes. 10. Click Save. 25

26 8. Click Save. Calling Plans Policies Configure and manage calling plans for members in your Group. Plans allow or block specific call types from being received or placed by all members in the Group, in addition to control over call. Codes Management Set up authorization codes that will be required for outgoing call plan policies. To add a code: 1. Enter the code and description. 2. Click Add. 3. Proceed with adding each Authorization Code you need to configure. To delete a code: 1. Check the box by the code you wish to delete. 2. Click Delete. Digit Strings If more granularity is required when allowing or blocking calls, digit strings provide an easy solution. Digit strings filter incoming and outgoing calls based on exact digit string patterns, like a 10-digit phone number. You provide a name and enter in the digits exactly as they would be dialed or received. Transfer Numbers Use the transfer numbers feature located under the calling plan options menu for a particular call type to automatically transfer to a specific location when dialed. To program Transfer Numbers: 1. Enter Transfer Numbers. 2. Click Save. 26

27 Incoming Calling Plan You can prevent the following types of calls: Calls From Within Group, Calls From Outside Group, Collect Calls, and call types represented by customizable digit strings the system matches against outside numbers. Note: It is recommended that you use the defaults for Incoming Calling Plans. Outgoing Calling Plan: 1. Review the Outgoing Call Types 2. In the Originating column, select how you want calls to be handled (see Legend) 3. Click Save Note: The default has been set to block outgoing calls to International and High Fraud Locs (Int/Ext Dom) locations. If your business requires placing calls to these areas, the call type will need to be changed from N to Y to allow. These settings are for the entire group, however, an Administrator can provide access at the User level under Calling Features. Click the List of Countries included in the call type High Fraud Locs (Int/ExtDom) or visit tdsbusiness.com/highfraudlocations. 27

28 TDS Meet-Me Conferencing TDS Meet-Me Conferencing service enables your employees to establish reservation-less or scheduled conferences for both internal and external participants. If you have subscribed to this optional service, you will have one or more Conference Bridges available for your employees use. Each Bridge may accommodate an unlimited number of Conferences, though only 125 participants may be active on a single Bridge at any time with one or more conferences. If this does not satisfy your conference requirements, you may purchase additional Bridges to accommodate additional participants. As an Administrator, you will need to assign users in your Enterprise as conference Hosts in order for those users to create and schedule conferences with a specific Bridge. However, any user may participate in a conference without being a Host. If you subscribe to multiple Bridges, users may be assigned as Hosts for one (or more) Bridge(s). For example, Sales may have access as Hosts to one Bridge, while Customer Service uses a different Bridge. Configuring the Meet-Me Conference Bridge and Assigning Conference Hosts: 1. Log in to the managedip Web Portal with your Enterprise Administrator credentials. 2. Navigate to the Group your Meet-Me Conference Bridge is assigned to. 3. Under Group Services, select Meet-Me Conferencing. 4. From the drop-down menu, select the Bridge you wish to modify and the Bridge s Profile page will display. 5. Populate Meet-Me Conference Bridge Options: a. Name Populate a name that you desire to list in the Enterprise Directory. b. Calling Line ID Enter the First and Last Names that will display on users phones when they dial the Bridge to join a Conference. c. Department and Time Zone Assign a Department if desired and change your default Time Zone if appropriate. d. Operator Phone Number Enter an extension that any participant of any Conference on this Bridge will be routed to when they dial 0 after pressing the * key for help. Note: Only numbers within your Enterprise are valid Operator numbers. 28

29 e. Maximum Ports Available for This Bridge and Allocated Ports to This Bridge - these values are preset to accommodate 125 ports and cannot be changed. f. Allow Individual Outdial Check this box if a Host is able to add an internal user to the Bridge during a conference. g. Maximum Conference Duration Enable this option and enter the hours and minutes if you desire to limit the duration of conferences made on this Bridge. h. Play Warning Prompt Enable this option if you desire to have the system prompt participants on scheduled conferences prior to the end time of the conference. i. Maximum Scheduled Conference Duration Change the default value (23 hours, 45 minutes) if you desire to limit the duration of scheduled conferences. j. Privacy Enable Bridge Privacy options as desired. 6. Assign Conference Hosts to the Bridge by searching for users in your Enterprise and adding them as Conference Hosts. Note: After you assign a user as Conference Host, that user will have the Meet-Me Conferencing option available when logging into their web portal. 7. Click SAVE for all changes. 29

30 Utilities Most of the Utilities menu selections are view-only or set to default to the best recommended solution. Below is a brief description of each Utility option available. Item Description Policies Group CLID Inventory Report Enterprise Directory Custom Contact Directories Common Phone List Disaster Redirect Feature Access Codes View Group Web and Call Processing Policies. Configure the name and/or number of the Group to display on the caller ID for outgoing calls instead of the User who placed the call. Generate and a report on the resources used within the Group. At a glance Enterprise Directory in the portal. Create a custom contact directory with a subset of members from the Group or Enterprise. Store a frequently called numbers list for the Group so they can easily be dialed from the User s CommPilot Call Manager. You can quickly add to the list by importing a phone list from a CSV file. This allows an admin to update the entire Group s Call Forward Not Reachable setting. View feature access codes settings from TDS. Alternate codes are optional and are configured by the Enterprise Administrator. Call Detail Reporting Enables access to call history reports of users based on specific criteria such as date ranges or types of calls. To use this service: 1. Select a user from the User dropdown. 2. Select Sort Options using the Sort By fields. 3. Enter a start and end date in the Date range fields. 4. Select the type of calls to be included in the report by checking the appropriate box(es) (e.g., Inbound, Missed, or Outbound). 5. To search by specific criteria, enter a complete or partial phone number in the text box to and click create report. For example, if you enter 756, all the telephone numbers containing the digits 756 will be included in the report. 6. To your report, enter an address and click Submit. 7. To export your report to a PDF or CSV, click the appropriate Submit button. Note: A maximum of 2,000 records may be displayed on your Web browser, or 5,000 records with a PDF or report. Excel downloads display all records available. However, this may be limited based on the version of Excel you are using. 30

31 Shared Call Appearances Shared Call Appearance is a line that appears on multiple phones at the same time. When configured, the line can be answered from any of the phones. Important Warning: Unified Communications Users have preconfigured Shared Call Appearances for Desktop, Mobile and Tablet devices. Make sure not to delete or edit as shown below, or it will be service impacting. To configure a Shared Call Appearance 1. Make note of the telephone s MAC addresses that will display the appearance. 2. Log in to the Web portal as an Administrator. 3. Select the User associated with the station that will appear on another set from the User dropdown menu. 4. Hover over Calling Features, click on All Services. 5. Scroll down to the Call Control section and click Edit next to Shared Call Appearances. Note: It is recommended to leave the Shared Call Appearance settings at the default. 31

32 Shared Call Appearance Settings Alert all appearances for Click-to-Dial calls Alerts all stations with Shared Call Appearance by ringing, including the primary phone when the person whose phone number is the shared appearance uses the click-to-dial feature. Any of the stations can pick up and be connected to the number that was clicked to dial. Allow Call Retrieve from another location Multiple Call Arrangement Allow Bridging between locations Bridge Warning tone This feature should not be enabled. Provides the ability for multiple calls to be handled concurrently at different managedip locations for a User. No single location is considered the active location, so all locations are allowed to originate calls and receive new incoming calls when they have an available call appearance, regardless of the activity at the other locations. Allows for bridging calls between shared call appearance locations to facilitate manager/administrative assistant interactions. Alerts all Users on a call with a warning tone indicating that the call has been bridged. Setting Up Devices the Line Appears On: 1. To add devices click Add. 2. Use the dropdown associated with Identity/Device Profile Name: to find the MAC address for the phone you want this number to appear on. 3. Remove the check mark from the following boxes if: Enable this location: You are only using the appearance to monitor when the phone is in use. This will display a solid red light next to the appearance when the phone is in use Allow Origination from this location: You want to disable the ability to originate calls from the Shared Call Appearance. This also eliminates the ringing and call waiting tones associated with the shared appearances Allow Termination from this location: You want to disable the ability to terminate calls from the Shared Call Appearance. This also eliminates the ringing and call waiting tones associated with the shared appearances 4. Click Save. Note: When you have added the appearances, you will need to reset the phone displaying an appearance before the numbers will appear. To do so, unplug the telephone and plug it back in. 32

33 Note: When you have added the appearances, you will need to reset the phone displaying an appearance before the numbers will appear. To do so, unplug the telephone and plug it back in. Ongoing Management of Users Change User Passwords Users will change and set up their own unique passwords. However, as the Administrator you may need to reset them from time to time if a User gets locked out of the system or leaves the company. Please see Passcode Rules listed on the last page of this guide. To change a User s password: 1. Select the User from the dropdown menu. 2. At the User Profile screen, click the Change Password button. 3. Enter a pre-defined password or select the button to auto generate. 4. Click Save. User Services The Administrator has access to User services and can via the Web portal activate, deactivate, and customize these services. Some of the services an Administrator might update for a User include configuration of Incoming and Outgoing calls, Call Control, Calling Plans, Messaging, and Client Applications. The User service pages are a good resource when helping a User who is experiencing issues with their service. An Administrator can quickly route to how their services are configured. The services available to Users are dependent on the specific service package purchased for a station. Call Policies Call policies provide users the ability to control how the Calling Line ID (CLID) of their phone is displayed to others. Connected Line Identification Privacy on Redirected Calls allows the user to determine how the connected line is presented in the event of a redirected call. 33

34 To configure Connected Line Identification Privacy on redirected calls 1. Select the Group. 2. Select the User. 3. In the profile page, scroll down to Call Policies 4. Select the toggle to choose privacy option. 5. Click Save. Below outlines the connected line identity presented on calls redirected via Calls Transfer and Simultaneous Ring Call Transfers No Privacy when a user places a consultative transfer to a colleague, the CLID of the caller will be displayed to the colleague when the transfer is complete. Privacy for External Calls (default value) when a user places a consultative transfer to a colleague for an internal call, the Caller ID of the caller you transferred will be displayed to your colleague when the transfer is complete (i.e., the caller is another user on your system). Privacy for All Calls when a user places a consultative transfer to a colleague, the CLID information of an internal or external call will not be displayed when the transfer is complete. Note: Blind Transfers will display the CLID of the caller, regardless of the privacy setting. Simultaneous Ring No Privacy When another managedip user (within your business or another business) calls a user s desk phone and they answer the call on a SIMRING device, the caller will see the Caller ID information of the device the user answered with. For example, if you answer a SIMRING call on your cell phone, the managedip caller will see the CLID of the mobile. Privacy for External Calls When another managedip user (within your business or another business) calls your desk phone and you answer the call on a SIMRING device, the caller will see the CLID information of the device you answer from when you answer the call. For example, if you answer a SIMRING call on your mobile device, the managedip caller will be able to identify the Caller ID of your mobile device. Privacy for All Calls (default value) When another managedip user (within yours or another business) calls you and you answer the call on a SIMRING device, the caller will not see the Caller ID information of the device you answer from, but will only see the Caller ID the dialed station. For example, if you answer a SIMRING call on your mobile device, the managedip caller will continue to view your managedip Caller ID and will not see your SIMRING device Caller ID. Service Instance Privacy These Call Policies can also be applied to the following virtual user types: 1. Call Center (All) 2. Auto Attendant (Basic, Standard) 3. Hunt Groups 4. Voice Messaging (Stand-Alone Users) 5. Meet-Me Conferencing (Future) 34

35 To Manage User Services: 1. Select the User from the dropdown menu. 2. Hover over Calling Features and Select All Services. 3. Update any specific User Features. 4. Click Save. Note: As your employees change, it is important that you go into a User s profile and delete any special configurations and reset the passwords for the User. Record Greeting/Announcement (.wav files) Below is the procedure to record a personal greeting or announcement using a PC. Instructions are provided for the following sound recorders: Windows 98 Sound Recorder and Windows XP Sound Recorder Windows 2000 Sound Recorder Windows NT Sound Recorder If you are using a different sound recording product, the required format for recordings are: CCITT u-law or A-Law 8,000 khz 8-bit mono.wav file To record using the Windows 98 Sound Recorder or Windows XP Sound Recorder: 1. In Windows 98, select Start> Programs> Accessories> Multimedia> Sound Recorder from the Windows task bar. In Windows XP, select Start> All Programs> Accessories> Entertainment> Sound Recorder. Note: It is possible that your Sound Recorder is in a different location, or that your default sound recorder is another product. Please note the required format for your greetings below and follow the instructions for your specific sound recording product. 2. Make the setting selections. Click Properties from the File menu. The properties for Sound window appears. 3. Click Convert Now and then click OK. The Sound Selection page appears. 4. Select CCITT u-law from the Format list. 5. Select 8,000 khz, 8-bit mono under Attributes and click OK. You may want to save this format at this point, so that you can easily select it in the future. 35

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